Job Description:

Service Delivery Manager - ERP Cloud

Role : Service Delivery Manager

Position: 1

Description: 

The Service Delivery Manager for ERP Cloud will be responsible for End to End Accountability of ERP Cloud Products of Airbus Defence and Space to ensure Service and Projects are met as per Airbus Standards, Ensure Process adherence and Quality. Accountable and responsible to manage the SAP Cloud Products in Airbus Defence and Space from India in line with Security and Compliance standards.

Qualifications & Experience

• Graduate with 10 to 15 years of overall experience of SAP Projects Delivery

• At least 5 years extensive knowledge on SAP Cloud Projects Delivery

• At least 3 years with Service Delivery Management experience.

• Experience in handling Service Delivery of SAP Public Cloud Products – Primary S4HANA Public Cloud [Activate Methodology]

• Strong Knowledge on BTP Platform management with Services and Support

• Strong Capacity, Business and Resource Management Experience

• Good problem solving and analytical skills.

• Excellent and adaptive communication with diverse audiences & skills.

• Knowledge on Integration, Integrated Business Planning, Commerce Cloud are a plus

Responsibilities:

• Manage and Lead the ERP Cloud Team

• Defines the Service Strategies of ERP SAP Cloud Products – S4HANA Public Cloud, IBP, Cloud Integration, IAG, Platform with Stakeholders & Business

• The Candidate will be involved in all phases of S4HANA Public Cloud Implementation project.

• Communicate and Manage ERP Cloud Products & Projects with Stakeholders and Business

• Define and Ensure consistent Service Agreements are met on all the Cloud Products

• Drive Standardization initiatives across all SAP Public Cloud Products – S4HANA Public Cloud, CPI, IBP, IAS, IPS, IAG, MRM, MBC, BTP & Commerce Cloud

• Setup and oversee all crisis management with escalations.

• Ensure all Data Management is done as per compliance.

• Defines the Service Metrics- the SLA, MTTR and KPIs together with the various involved business domains in agreement with the product manager 

• Manages actions for mitigation in case of non- fulfillment in agreement with the product manager 

• Manages the maintenance cost allocation together with the Product Managers

• Drives and reports on the delivery of IS services according to Service Levels Agreements and cost optimization for infrastructure or applications.

• Defines the required corrective actions to be led to meet the objectives and drives the associated operational teams

• Ensures services are delivered in accordance with agreed stakeholder requirements

• Monitors both insourced and outsourced teams and activities (in conjunction with contract management done in the sourcing teams)

Success Metrics

Success will be measured in a variety of areas, including 

        Consistently ensure the on-time delivery and quality (first-time-right) of the projects.

        Bring innovative cost-effective solutions.

        Achieve customer satisfaction.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

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